The Capita Education Software Services Hosted Services Engineer supports the infrastructure used to deliver Hosted Services to customers. You will have a high customer focus being actively involved in the support and development of the service including: the resolution of support cases; live service monitoring and maintenance; new service provision and continuous improvement projects.

You must have a strong systems administration background and technical knowledge across the Microsoft technology stack, Cloud Services (Azure), networking technologies with a greater level of expertise in one or more areas. You should have a good knowledge of security practices working in a regulated environment and the flexibility to work out of hours will be required, including on call.

Service – Approximately 90% of workload

Customer – Approximately 10% of workload

Desired Skills and Experience

  • Proactively drive improvement to increase the quality and availability of the Hosted Services, meeting published SLA times
  • Support product and development teams in the design and implementation of new hosted services
  • Proactively drive improvement to the monitoring of the Hosted Services, with the focus on pre-emptive resolutions, and long term trend analysis.
  • Creation and review of knowledge and documentation for the Hosted Services, ensuring compliance with local and group policies.
  • Proactively drive improvement to service operations and design through the use of automation and industry standard toolsets
  • Ensure that redundancy at both hardware and software layers is implemented to ensure high availability of the network and individual services
  • Perform new hosted service implementations
  • Patching and upgrade of infrastructure applications
  • Proactively monitor platform logs and metrics in order to identify emergent issues, performance improvement opportunities and feed into capacity planning
  • Investigate and resolve or minimise the impact of recurring issues
  • Resolve support requests from customers by phone, email and online making use of the call logging system
  • Support of large, complex, customer-facing platforms (required)
  • Advanced administration of Microsoft Windows Server 2008/2012/2016, including IIS (required)
  • Administration of SQL Server 2008 and above (required)
  • Administration of Microsoft Azure subscriptions and IaaS/PaaS (required)
  • Knowledge of scripting languages, e.g. PowerShell, VBScript (required)
  • Administration of Office 365 tenancies (required)
  • Administration of large RDS 2012 deployments (highly beneficial)
  • Administration and configuration of Microsoft SharePoint 2007 and above (beneficial)
  • Formal certification from Microsoft (MCSE, MCP, MCSA, etc.) (beneficial)
  • ITIL v3 (beneficial)